Exam Name: Transforming Contact Center Experiences with AI in Dynamics 365
Certification Provider: Microsoft
Corresponding Certification: Microsoft Certification
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Microsoft AB-250 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Implement omnichannel engagement | - Configure digital messaging and chat channels - Enable voice and unified routing scenarios |
| Knowledge and case management with AI | - Configure knowledge base for agent assistance - Implement case routing and automation rules |
| Optimize agent productivity using Copilot and automation | - Configure workflow automation for service operations - Use Copilot for response generation and summarization |
| Measure and improve customer experience analytics | - Analyze contact center performance metrics - Use insights to improve service quality |
| Design AI-enabled contact center experiences | - Configure Dynamics 365 Customer Service capabilities - Implement AI-assisted agent experiences with Copilot |
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